Versa lite frozen, turning on and off on loop

[Georgina_Dillon]

I’ve had my versa life for exactly one year and one month. I haven’t been able to turn it on all day, now my boyfriend has just been able to but it’s constantly turning on and off, on the rare occasion it comes on to the Home Screen it’s frozen on the wrong time. How do I do a factory reset without going to settings? As it won’t let me scroll. I only have one button on the left. Please help, I love my Fitbit and don’t think I’ve had it long enough to warrant getting a new one

[Guy_]

When it is on, see if you can sync it and if so see if you can change the clock face to another one, in case it has a fault.

[Georgina_Dillon · Accepted solution]

unfortunately it’s not turning on at all now, I’m not sure how to get it fixed. Is there a Fitbit store like the apple one where they can look at it? I’m so disappointed 

[EllenKuyv]

Hey, same thing happened to me a couple weeks ago. I was walked through all the reset data by the customer service reps, and same things as you, it reached a point where it didn't even turn on, so it wasn't syncing at all. Apparently there is a widespread issue with the automatic firmware update that was rolled out at different times for different people over the last few months for the versa series and it caused a lot of devices to randomly break. Unfortunately for people like you and me, our devices were just outside the warranty period. Also very unfortunate that the update that has the known issue of causing malfunction of devices over the last several months was not rolled out to your device a month ago, when you still would've been under warranty. 

I was hoping the support team could fix my device, too! or at least go back to the version of fitbit before the automatic update. Just seemed totally bizarre to me that my device was working 100% perfectly one day, and i wake up the next day to find my device unable to turn on, pixelated screen, and then just dead. I was hoping someone could help "fix" or reset it, since i didn't do any damage or do anything that was my fault, and thought it'd be an easy fix, but unfortunately i think the people at customer support know that this is an issue that is "beyond repair," and there doesn't seem to be a fix for it other than sending you a replacement. 

I would speak to customer service personally and try to get a new device sent for free. I did that and with persistence and much agony, i was able to get a new device that apparently shipped today.

I did have to call about 30 different times and spent about 10 hours on the phone with fitbit before that happened though. Not sure it was worth it because it was a bit distressing having to explain my story over and over again.